What Does IT Support Actually Cost? (And Why Some Prices Should Worry You)

Let’s be honest: if you’re running a business in Surrey, London, or anywhere else for that matter, you’ve probably wondered what you should actually be paying for IT support. Maybe you’ve seen those adverts promising “full IT support” for less than the price of a round of drinks per person and thought it sounds too good to be true.

It probably is.

The Rock-Bottom Price Problem

Yes, there really are IT companies charging next to nothing per person per month. What they don’t put in the advert: the software alone for proper monitoring, security and backup often costs more than they’re charging you. So what exactly are you getting?

Usually, it’s basic email support and maybe someone who’ll answer the phone when things go wrong. But keeping an eye on your systems before they fail? Proper security? Planning to help your business grow? Not so much.

It’s a bit like buying the cheapest old banger on the forecourt. Sure, it might get you from A to B, but don’t expect it to start every morning or keep you safe in an accident.

What You Get at Each Price Level

From our experience working with businesses across Surrey and London, the market splits into three rough levels. The typical figures for each, and our own prices, are on our IT support pricing page, so they’re kept up to date in one place.

The cheapest end

• Basic email and phone support
• Little or no checking of your systems
• Break-fix: they fix things after they break, and you pay for each fix
• Perfect if you enjoy unexpected downtime and last-minute panics

The middle ground

• Your systems checked and maintained before problems hit
• Proper security measures
• Regular backups that actually work
• Someone who knows your business and sees problems coming

The top end

• IT planned around where the business is going
• Stronger cybersecurity
• A named person who looks after your account
• The kind of service that makes IT feel invisible (in a good way)

With insurers, customers and main contractors asking more questions about security every year, expect your IT cost per person to rise over the next two to three years, wherever you start today.

Why Location Matters

If you’re based in Surrey, Sutton, or central London, expect to pay more than businesses in, say, Barnsley. We don’t charge more down here for fun. Everything costs more: office rents, salaries, even the coffee. An engineer in Surrey has to charge more than one in Leeds just to pay the same mortgage.

The Contract Minefield

Here’s where it gets really tricky: comparing like with like. Some contracts include all the software, others charge extra for everything. Some providers charge you every time they send someone on site. Others charge for each new starter. Some bill separately for antivirus, backup software and monitoring tools.

A cheap-looking package that leaves out the software can end up costing more than an “all-inclusive” one once you add everything up. It’s like comparing mobile phone contracts: the headline price rarely tells the whole story.

And different businesses need different things. A construction company might need tough laptops and good mobile connections for site teams, whilst a financial services firm needs tighter controls on who can see client data. Expecting the same IT setup (or price) for both is like expecting the same insurance premium for a Ferrari and a Ford Focus.

The Real Cost of Cheap IT Support

That cheap monthly fee looks like a bargain until your systems go down for two days and you lose two days of revenue. Or until you get hit by ransomware because nobody was properly watching your security.

We’ve seen businesses spend more on one emergency callout than they would have paid for six months of proper support. It’s like skipping car insurance to save money: great until you need it.

What Should You Actually Expect?

A decent IT provider should be asking you about your business, not just counting how many computers you have. They should explain things in everyday words, not tech-speak that makes you feel stupid. And they should have a plan for making your IT better, not just keeping it limping along.

If someone’s promising the world for a fraction of what everyone else charges, ask yourself: how is that even possible? Are they cutting corners on security? Using unlicensed software? Planning to make their money from expensive extras?

Five Questions to Ask Any IT Company

Most business owners focus on price. Ask these instead, and the answers will tell you far more:

• What happens when something breaks at 3pm on a Friday?
• How will you prevent problems before they happen?
• What’s your plan if we get hacked?
• How will you help our business grow?
• Can you explain this contract so I understand it?

If they can’t answer these properly, it doesn’t matter what they charge. They’re not right for you.

Size Matters (But Not How You Think)

A one-person business might get away with basic support. But if you’ve got 10 or more people depending on IT to do their jobs, those bargain-basement prices start looking pretty risky.

The number of people is only part of it. Do you handle customer data? Take payments? Store confidential information? The more important IT is to your business, the more you should be investing in getting it right.

The World Has Changed (And Your IT Needs to Keep Up)

AI is everywhere now. Criminals are getting cleverer. The rules you have to follow keep multiplying. The IT provider who was fine for your basic network five years ago might be completely out of their depth today.

When M&S had their IT problems, it made headlines. But when a 50-person company in Surrey loses its systems for 14 days to ransomware, and all its customer data gets stolen, it doesn’t make the news. It just kills the business. We’ve seen it happen, and it’s not pretty.

You need an IT partner who can help you use AI sensibly, set up proper cybersecurity, and keep you on the right side of data protection law, Cyber Essentials and whatever comes next.

Your Options (More Than You Think)

Thinking of switching providers entirely? At GoodChoice IT we handle the whole move: we look at your current setup, take control of everything, and make sure nothing falls through the cracks.

Or perhaps your current IT company is decent at the basics but nobody is thinking ahead? Consider bringing GoodChoice IT in as a part-time IT director alongside your existing supplier. Sometimes the lower-risk approach is keeping what works whilst adding what’s missing.

If you’re shopping around, don’t just look at the monthly cost. Think about what happens when things go wrong. Think about whether your current setup is helping or hindering your growth. Think about whether you trust your IT provider to guide you through AI, cyber attacks and the rules you have to follow.

So What’s the Real Answer?

Good IT support costs money. Not stupid money, but enough to attract skilled people who care about doing a proper job. If someone’s charging far less than everyone else, there’s usually a reason, and it’s probably not because they’re being generous.

The bigger question is what poor IT support costs your business in lost time, missed opportunities and sleepless nights.

If you are planning the whole IT budget rather than comparing support quotes, start with our guide to budgeting for IT. Our own prices are on the IT support pricing page.

Need More Detail?

We’ve written a 80-page guide to choosing the right IT provider. It covers the three types of support available, the 12 red flags that should send you running, a glossary of IT terms in everyday words, questions to ask on sales calls, and a worksheet to compare providers properly.

It’s what we’ve learned from years of helping businesses make better IT decisions, not a marketing brochure.

Download our free IT Buyer’s Guide: it’ll save you from expensive mistakes and help you ask the right questions. Choosing IT support on price alone is like choosing a surgeon on their hourly rate.

Download the 80-page IT Buyer’s Guide

Or just fancy a chat? GoodChoice IT is happy to give free advice with no strings attached. Sometimes a 15-minute conversation can save you months of frustration. Get in touch here, and we promise not to hard-sell you anything.

IT support costs vary wildly across Surrey, London, Sutton and beyond, and there’s usually a reason for that. The key is understanding what you’re actually buying and what might be missing from the bargain deals.

In IT support, as in most things, you generally get what you pay for. The trick is making sure you’re paying for what you actually need, whether that’s help with AI, cybersecurity, staying compliant, or just someone who answers the phone when things break.

IT Support Costs: Common Questions